Technical Support Manager

Intertec Softwares Pvt Ltd; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A cybersecurity solutions provider in Dubai is seeking a skilled Technical Support Manager. In this role, you will lead the technical support team, ensuring exceptional service for cybersecurity products. The ideal candidate should have at least 5 years of experience in technical support, a Bachelor's degree in Information Technology, and strong leadership skills. This position offers a competitive salary, career advancement opportunities, and access to leading technologies in a collaborative work environment.

Benefits

Competitive salary and benefits package

Professional development opportunities

Access to leading cybersecurity technologies

Qualifications

• 5+ years of experience in technical support, preferably in the cybersecurity industry.
• Strong understanding of cybersecurity concepts, products, and practices.
• Excellent communication and interpersonal skills.

Responsibilities

• Lead and manage the technical support team.
• Troubleshoot and resolve complex technical issues.
• Monitor support metrics to improve service delivery.

Skills

Technical support

Leadership

Customer service

Analytical skills

Problem-solving

Education

Bachelor's degree in Information Technology

Professional certifications in cybersecurity

Job description

Job Title: Technical Support Manager

Location: Dubai, UAE

Company: DC Technologies FZ LLC- Cybersecurity Reseller

Position Summary

We are looking for a proactive and skilled Technical Support Manager to join our cybersecurity reseller team in Dubai. The ideal candidate will oversee the technical support department, ensuring high-quality service delivery for our cybersecurity products and solutions. This role requires a blend of technical expertise, leadership skills, and exceptional customer service.

Key Responsibilities

• Lead and manage the technical support team to provide exceptional service to customers.
• Develop and implement support processes and procedures to streamline operations.
• Troubleshoot and resolve complex technical issues related to cybersecurity products and solutions.
• Collaborate with cross-functional teams, including sales and engineering, to ensure customer needs are met.
• Conduct training sessions for support staff to enhance their technical skills and product knowledge.
• Monitor support metrics and analyze performance data to improve service delivery and customer satisfaction.
• Create and maintain documentation for support processes, FAQs, and knowledge base articles.
• Act as a point of escalation for complex technical inquiries and provide resolution strategies.
• Stay current with emerging cybersecurity threats, technologies, and industry trends.
• Build and maintain strong customer relationships to enhance customer retention.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 5 years of experience in technical support, preferably in the cybersecurity industry.
• Strong understanding of cybersecurity concepts, products, and practices.
• Proven experience in team leadership and management.
• Excellent analytical, problem‑solving, and troubleshooting skills.
• Outstanding communication and interpersonal skills to interact effectively with clients and team members.
• Ability to work in a fast‑paced environment and manage multiple priorities.
• Professional certifications in cybersecurity (e.g., CISSP, CISM, CompTIA Security+) are a plus.

What We Offer

• Competitive salary and benefits package.
• Opportunities for professional development and career advancement.
• A collaborative and innovative work environment.
• Access to leading cybersecurity technologies and resources.